公开(公告)号：US20240386887A1

公开(公告)日：2024-11-21

申请号：US18319729

申请日：2023-05-18

Applicant: Verizon Patent and Licensing Inc.

Inventor： Durgesh Kumar ,  Saurabh Tahiliani

IPC: G10L15/22 ,  G10L13/02 ,  G10L15/02 ,  G10L15/06 ,  G10L15/18 ,  G10L15/183 ,  G10L25/63

Abstract: The present teaching relates to personalized IVR communications with a customer at a geo-locale. A first set of transcripts of the current and historic communications involving the customer and a second set of transcripts of historic communications associated with the geo-locale are analyzed to compute a personalized contextual vector, a geo-localized contextual vector, and a current text vector. The computed vectors are used by a language model to generate a personalized and geo-locale aware prompt, which is used to generate an IVR communication and is sent to the customer as a response.

公开(公告)号：US20250139371A1

公开(公告)日：2025-05-01

申请号：US18385229

申请日：2023-10-30

Applicant: Verizon Patent and Licensing Inc.

Inventor： Prakash Ranganathan ,  Saurabh Tahiliani ,  Durgesh Kumar

IPC: G06F40/30 ,  G06N3/045

Abstract: An illustrative intent classification engine may access a text transcript and determine one or more features associated with the text transcript. Based on the one or more features, the intent classification engine may generate an aggregate embedding vector and provide the aggregate embedding vector as an input to a trained model configured to output an intent classification. Corresponding methods and systems are also disclosed.

公开(公告)号：US20250124452A1

公开(公告)日：2025-04-17

申请号：US18488557

申请日：2023-10-17

Applicant: Verizon Patent and Licensing Inc.

Inventor： Durgesh Kumar ,  Saurabh Tahiliani

IPC: G06Q20/40

Abstract: The present teaching relates to customer service with AI-based automated auditing on agent fraud. Real-time features of a communication between an agent and a customer are obtained. To detect agent fraud, a batch feature vector is computed based on real-time features extracted from communications involving the agent and accumulated over a batch period. Agent fraud is detected based on a model and the detection result is used to audit the agent for service performance.

公开(公告)号：US20250053992A1

公开(公告)日：2025-02-13

申请号：US18447839

申请日：2023-08-10

Applicant: Verizon Patent and Licensing Inc.

Inventor： Durgesh Kumar ,  Saurabh Tahiliani

IPC: G06Q30/015 ,  G06Q30/0601

Abstract: The present teaching relates to conduct persona-adaptive communications with a customer at a geo-locale. Transcripts of a current and historic communications involving the customer are used to characterize the persona of the customer. Transcripts of historic communications with customers at the geo-locale are used to characterize the persona of the geo-locale. Current persona of the customer exhibited in the current communication is combined with the customer's persona and the geo-locale's persona to compute a response input vector, A language model generates, based on the response input vector, a persona-adaptive response, which is then sent to the customer a response.